towards process improvement building a winning team
TRANSCRIPT
TOWARDS PROCESS IMPROVEMENT
BUILDING A WINNING TEAM
CREATING A WINNING TEAM
BAKING A CAKE IS A PROCESS!
IF YOU FOLLOW THE PROCESS, YOU CAN BAKE YOUR CAKE AND EAT IT TOO!
IF YOU FOLLOW THE PROCESS – IT IS A PIECE OF CAKE!
IF YOU DO NOT MEASURE – THE CAKE FLOPS!!!!
IF ONE DOES NOT FOLLOW PROCESSES AND PROCEDURES THERE WILL BE NO CAKE!
CLEANING IS A PROCESS THAT INCLUDES
• TASKS• FREQUENCIES• TIMES• PROCEDURES• CHEMICALS• EQUIPMENT• TRAINING• QUALITY ASSURANCE• OTHERS• IF ONE ELEMENT IS MISSING – THE PROCESS DOES NOT
WORK PROPERLY OR EFFECTIVELY
CLEANING IS A PROCESS
CARPET CLEANING IS A PROCESS
Exterior Scraper Mat
This should be an abrasive all-weather mat for exterior use that removes heavy soils from shoes through an aggressive scraping action
Vestibule Moisture Absorbent Mat
This mat should remove and capture moisture before in enters through the building. Mat should hold several gallons of moisture
Interior Lobby Polishing Mat
This mat is for interior use only and is used to polish off any residual soil not captured by the scraper and moisture removal mats
Combined distance of matting should be approximately 6 to 8
paces or 15 to 20 feet
Exterior only Interim vestibule Main lobby
USING MATTING AS FIRST DEFENSE IN CARPET CAREA GOOD MATTING PROGRAM CAN STOP 70 – 80% OF THE
DIRT ENTERING YOUR BUILDINGS!
CARPET CARE EXAMPLE (MATS)CONTRIBUTION TO TOTAL COST OF OWNERSHIP
• KEEPS DIRT OUT OF BUILDING• MORE EXPENSIVE TO REMOVE THAN KEEP
OUT• AVOID DAMAGE TO FLOOR• PROLONGS HVAC SYSTEM• IMPROVES IAQ• MINIMIZES SICK BUILDING SYNDROME• EXTENSE LIFE OF CARPETING
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HOW CAN FACILITIES MANAGERS DECREASE THE COST OF OWNERSHIP OF A BUILDING? A 5 “P” PROCESS
PROPER CLEANING SCHEDULES
PROPER CLEANING PROCEDURES
PROPER EQUIPMENT
PROPER PROCESSES
PROPER PEOPLE
TOTAL COST OF OWNERSHIP
YOUR ROLE IS CRITICAL AND UNDERSTANING OF THE PROCESS IS
VITAL TO SUCCESS
TOWARDS CREATING A NEW EFFECTIVENESS PARADIGM – A PROCESS
ECONOMIC EFFICIENCIES
QUANTITATIVE MEASURES
OPERATIONAL EFFECTIVENESS
QUALITATIVE MEASURES
EFFECTIVE IMPACT
APPA PROCESS FOR DETERMINING LEVELS OF CLEANLINESS
• ESTABLISH A SPACE INVENTORY – UTILIZE 33 ROOM TYPES
• IDENTIFY SPACE TYPES TO BE UTILIZED – MORE IS BETTER
• DEVELOP A TRAINING PROGRAM FOR TEAM
• DETERMINE APPA LEVELS OF CLEANINESS BY ROOM TYPE IN EACH BUILDING SELECTED
• TABULATE SCORES (USE CLEANOPS!)
• SHARE RESULTS AND MEANING OF RESULTS
QUESTIONS?
•WHAT IS YOUR DEFINITION OF CLEAN?
•HOW OFTEN DO YOU CLEAN YOUR HOUSE?
LEVEL 1: ORDERLY SPOTLESSNESS
• Floors and base moldings shine and/or are bright and clean; colors are fresh. There is no buildup in corners or along walls.
• All vertical and horizontal surfaces have a freshly cleaned or polished appearance and have no accumulation of dust, dirt, marks, streaks, smudges, or fingerprints. Lights all work and fixtures are clean.
• Washroom and shower fixtures and tile gleam, and are odor-free. Supplies are adequate.
• Trash containers and pencil sharpeners hold only daily waste, are clean and odor-free.
LEVEL 2 ORDINARY TIDINESS
• Floors and base moldings shine and/or are bright and clean. There is no buildup in corners or along walls, but there can be up to two days worth of dust, dirt, stains and streaks.
• All vertical and horizontal surfaces are clean, but marks, dust, smudges, and fingerprints are noticeable upon close observation. Lights all work and fixtures are clean.
• Washroom and shower fixtures and tile gleam, and are odor-free. Supplies are adequate.
• Trash containers and pencil sharpeners hold only daily waste, are clean and odor-free.
LEVEL 3: CASUAL INATTENTION
• Floors are swept or vacuumed clean, but upon close observation there can be stains. A buildup of dirt and/or floor finish in corners and along walls can be seen.
• There are dull spots and/or matted carpet in walking lanes. There are streaks or splashes on base molding.
• All vertical and horizontal surfaces have obvious dust, dirt, marks, smudges, and fingerprints. Lamps all work and fixtures are clean.
• Trash containers and pencil sharpeners hold only daily waste, are clean and odor- free.
LEVEL 4: MODERATE DINGINESS• Floors are swept or vacuumed clean, but are dull, dingy, and
stained. There is an obvious buildup of dirt and/or floor finish in corners and along walls.
• There is a dull path and/or obviously matted carpet in the walking lanes. Base molding is dull and dingy with streaks or splashes.
• All vertical and horizontal surfaces have conspicuous dust, dirt, smudges, finger prints, and marks.
• Lamp fixtures are dirty and some (up to 5 percent) lamps are burned out.
• Trash containers and pencil sharpeners have old trash and shavings. They are stained and marked.
• Trash containers smell sour.
LEVEL 5: UNKEMPT NEGLECT• Floors and carpets are dull, dirty, dingy, scuffed, and/or
matted. There is a con spicuous buildup of old dirt and/or floor finish in corners and along walls. Base molding is dirty, stained, and streaked. Gum, stains, dirt, dust halls, and trash are broadcast.
• All vertical and horizontal surfaces have major accumulations of dust, dirt, smudges, and fingerprints, all of which will be difficult to remove. Lack of attention is obvious.
• Light fixtures are dirty with dust balls and flies. Many lamps (more than 5 percent) are burned out.
• Trash containers and pencil sharpeners overflow. They are stained and marked.
• Trash containers smell sour.
5 LEVELS – KEY WORDS
LEVEL 1: SPOTLESSNESS – ONLY DAILY WASTE – NOTHING OUT OF ORDER
LEVEL 2: TIDINESS –MINOR ITEMS SUCH AS A LITTLE DIRT – NO ACCUMULATION
LEVEL 3: INATTENTION – ACCUMULATION OF DIRT – OLD DIRT
LEVEL 4: DINGINESS – CONSPICUOUS AMOUNTS OF DIRT AND BUILDUP ON SOME SURFACES
LEVEL 5: NEGLECT – MAJOR ACCUMULATION OF DIRT ON EVERY SURFACE. LITTLE CLEANING!
SAMPLE AUDITS FORMS BY ROOM
RECORD DATA FOR EACH ROOM TYPE IN A BUILDING
OVERALL SCORES BY BUILDING BY TYPES OF ROOMS CONSOLIDATED
APPA PROCESS• ESTABLISH A SPACE INVENTORY – UTILIZE 33 ROOM TYPES
• IDENTIFY SPACE TYPES TO BE UTILIZED – MORE IS BETTER
• DEVELOP A TRAINING PROGRAM FOR TEAM
• DETERMINE APPA LEVELS OF CLEANINESS BY ROOM TYPE IN EACH BUILDING SELECTED
• TABULATE SCORES (USE CLEANOPS!)
• SHARE RESULTS AND MEANING OF RESULTS
QUESTIONS
TOWARDS PROCESS IMPROVEMENT
BUILDING A WINNING TEAM